Amazon Web Services EMEA Sarl, UK Branch

AWS Support - Enterprise

Businesses whose success is directly linked with the performance of workloads and applications, benefiting from high-touch proactive/preventive services on business/mission critical workloads.

Features

  • Health status and Notifications - Access to Personal Health Dashboard
  • 24x7 access to Cloud Support Engineers via email, chat, phone
  • Who Can Open Cases - Unlimited contacts/Unlimited cases (IAM supported)
  • Architecture Support: Consultative review and guidance based on your applications
  • Launch Support - Infrastructure Event Management
  • Third-Party Software Support - Interoperability & configuration guidance and troubleshooting
  • Operations Support - Operational reviews, recommendations, and reporting
  • Account Assistance - Assigned Support Concierge
  • Proactive Programs: Access to programs, AWS experts, online self-paced labs
  • Proactive Guidance: Designated Technical Account Manager

Benefits

  • Focus on proactive management to increase efficiency and availability
  • Build and operate workloads following AWS best practices
  • Leverage AWS expertise to support launches and migrations

Pricing

£12,750 a unit a month

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aws-gcloud@amazon.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 2 4 8 4 1 3 4 4 7 0 4 0 8 5

Contact

Amazon Web Services EMEA Sarl, UK Branch Chris Hayman
Telephone: +44 (0) 7825112477
Email: aws-gcloud@amazon.com

Planning

Planning service
No

Training

Training service provided
Yes
How the training service works
Enterprise Support customers receive 500 credits annually for self-paced labs through qwiklabs
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Architecture Support - Consultative review and guidance based on your applications
Third-Party Software Support - Interoperability & configuration guidance and troubleshooting
Architectural Review - Access to a Well-Architected Review delivered by AWS Solution Architects
Setup or migration service is for specific cloud services
Yes
List of supported services
All AWS Services

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
AWS Support Offering

Service scope

Service constraints
No

User support

Email or online ticketing support
Email or online ticketing
Support response times
Case Severity/Response Times -
General guidance: < 24 hours
System impaired: < 12 hours
Production system impaired: < 4 hours
Production system down: < 1 hour
Business-critical system down: < 15 minutes
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
N/A
Web chat accessibility testing
N/A
Support levels
24x7 phone, email, and chat access to Support Engineers

Unlimited cases / unlimited contacts (IAM supported)

General guidance:
< 24 hours

System impaired:
< 12 hours

Production system impaired:
< 4 hours

Production system down:
< 1 hour

Business-critical system down:
< 15 minutes

3rd party software support - Interoperability &
configuration guidance
and troubleshooting

Technical Account Manager (TAM) coordinates access to programs and other AWS experts as needed.

Designated Technical Account Manager (TAM) to proactively monitor your environment and assist with optimization.

Concierge Support Team

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
None

Pricing

Price
£12,750 a unit a month
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aws-gcloud@amazon.com. Tell them what format you need. It will help if you say what assistive technology you use.